Table of Contents
Introduction
Hi Marley supports the ability to send and receive media files through the platform. This article will focus on the capability of end users texting media files inbound into the Hi Marley platform.
See the Outbound Media article for details on how media can be sent outbound to end users.
Texting Files Types
The file types that we receive are dependent on the Cell Phone Network provider (T-Mobile, Verizon, AT&T, etc) and on the mobile phone that the end user uses.
When an inbound media is received, the following inbound file formats will be ingested and/or distributed via Integrations (SFTP or Message Webhooks).
| Media Type | File Suffix |
| Images |
|
| Audio |
|
| Video |
|
| Documents |
|
| Text Formats |
|
Texting Files FAQ
Q: What file types does Hi Marley support in the Web UI?
A: Hi Marley supports 99% of the files listed above. A minority of files will not appear in Hi Marley's UI in an intuitive way.
Q: My organization has a media integration with Hi Marley. Can we ingest all texting file types from Hi Marley?
A: Hi Marley carrier customers should be prepared to ingest all texting files types listed above. If you are not certain that the integration created supports these files, please consult the IT professionals that support your Hi Marley integration.
Q: What are the most common texting file types that Hi Marley receives?
A: Images (JPEG, PNG) and video (3GP, MP4) files.
Q: I am an insurance professional using Hi Marley. A customer suggests that they attempted to send me a media file but it does not appear to have been received. What should I do?
A: If the issue persist and you have confirmed that the customer had sufficient cell phone reception at the time of sending the file, you may advise the customer that their device or carrier may not be capable of transmitting the file to you.
While Hi Marley is capable of receiving all texting files types, mobile devices and/or mobile phone carriers may not allow certain media file types to be sent from their device/network.
Q: Does Hi Marley perform any virus scanning on inbound media?
A: Yes, Hi Marley performs a virus scan on all inbound media sent to a Hi Marley case. If a media file is flagged as potentially containing a virus, the media will not appear in the webapp. Adjusters will see an in-app notification within the chat indicating that the message was not delivered after failing our inbound virus scanning.
Accessing Inbound Media
All media files will show up in the message thread as well as the case transcript.
Inbound media displays directly within the conversation thread. When viewing documents and images, users can:
Open media in an expanded viewer
Zoom in and out using native controls to closely review details (for example, police reports or affidavits)
Navigate multi-page documents
Download, rotate, or print files as needed
This allows users to review documents directly in Hi Marley without needing to download or switch systems.
Media Bin
Additionally, in the right pane, under Details tab, there will be a Media (#) section where the number in parenthesis represents the number of media files captured.
Clicking on the Media section will show a thumbnail view of all media files sent inbound on the case. Clicking on a media file will enlarge it and allow you to scroll through all files horizontally. Clicking on 'download all' will download all the media files into a .zip file.
How to integrate media files into other systems?
Hi Marley provides the ability to integrate media files sent inbound into underlying systems of choice. See the SFTP Integration for Case Transcripts and Media Files article for more details.